Contact Center Training

Overview of Contact Centre Training - 10 CPD Points

Contact Centre Training Course | Certificate in Contact Centre Training

Contact Centre Training aims to train the learner with required skills to be a contact centre agent or to smoothly operate a contact centre and for many people, the term Contact Centre relates to sales calls and telemarketers but contact centre training is not limited to telemarketing rather contact centre are serving as backbone for many organisations. Furthermore, there are so many avenues that a contact centre can be of assistance within a company that do not pertain to sales calls like if a company does not have customer service teams that company can outsource the business process to a contact centre and that particular contact centre will serve as representative of that company. A contact centre can provide customer support, information technology support, and much more. The key to having a great customer experience using a contact centre is in the training. A well trained contact centre can be the difference between gaining more customers and losing customers. Customers want a well-educated agent when they contact a business so this course of contact centre training is focused on practical training of contact centre agent. They want to know that the person answering their questions knows what they are talking about so thorough training of contact centre agent is priority of this contact centre training course by ILC. Training your staff, and giving them the information that is needed to effectively assist your customer base is paramount and to do so this contact centre training is best choice for you.

With our “Contact Centre Training” Training, the learner will discover the basic elements of being an effective employee of a contact centre or operating a contact centre.

Certificate of completion

Digital certificate - £29

Certificate of completion

Hard copy certificate - £40

Contact Centre Training - 10 CPD Points

Course Benefits

Why you choose us

The following is included for online study with Inspire London College (ILC).

1. Courses / Training that best suit to Work Experience, Knowledge and Skills
2. Self-paced Training/Courses to continue working while studying
3. Self-Paced Courses to get free from the deadlines
4. Course materials that include Training Manual, Mock Quizzes and Case Studies that challenge you to apply your knowledge that can be in PDF, Microsoft Word, Excel, PowerPoint format.
5. Assessment resources accessible through our online Moodle 24/7.
6. A professional one-to-one tutor to provide all-inclusive assistance throughout the course by online.

Learning Objectives

Some of the Key Learning Objectives of Contact Center Training course is:

• How to get management involved in training.
• Why peer training works.
• That manners are important with a contact center.
• How to build rapport with the callers.
• How to deal with difficult customers.

Course Outline

To achieve Contact Center Training Certificate learner must have to achieve Mandatory Modules with Inspire London College.

Modules Outline

It Starts at the Top

• Topic 1: Peer Training
• Topic 2: How to Build Rapport
• Topic 3: Learn to Listen
• Topic 4: Manners Matter - Etiquette & Customer Service (I)
• Topic 5: Manners Matter - Etiquette & Customer Service (II)
• Topic 6: Handling Difficult Customers
• Topic 7: Getting the Necessary Information
• Topic 8: Performance Evaluations
• Topic 9: Training Doesn’t Stop

Course / Training Format

After successful enrolment, learner will get access to Inspire London College Moodle, where all the study material / Training Manual will be available. Moodle can be accessed 24/7 anywhere, anytime.

Training Manual contains several modules, each having specific knowledge and case study at the end. All the courses material will be in the form of texts (images/illustrations), and there are no video or live lectures during the training course.

The Test (MCQ’s) will be based on modules of Training Manual.

Assessment

After studying through the training manual, Learner will have to attempt Final Test (online multiple-choice test – 2 attempts),if necessary, may attempt the test third times at no extra cost. Your test will be assessed automatically and straightaway so that you will directly know whether you have been successful or not. The passing score is 80%. You can retake the Test in the case of not being successful at first attempt.

Before attempting your Final Test, you will have the opportunity to test your proficiency with a Mock Test (online multiple-choice test - Unlimited attempts).

All test(s) / Assessment(s) are online and are taken either through or after the course, these are included in the course price.

Duration

The minimum time period to complete this training is 4 Weeks. But it is self-paced course, and the duration of completion depends on the learner’s pace and ability to give time to study.

Learners will have access to their Training via Learning Platform for up to 12 months from the date of enrolment. During this period, flexibility will be given to learners for completing the course at any time.

Certificate

Upon successfully passing the course, Learner needs to pay for CPD Accredited Certificate of Completion either in PDF format or Hardcopy From ILC.

CPD Accredited Certificate of Completion (PDF format) = £29

CPD Accredited Certificate of Completion (Hardcopy) = £40 + postage charges £15 = £55

Without any prior knowledge of Contact Center the learners can take this training course and in addition to this, there are no age restrictions. Thus, anyone who is passionate and ambitious about Contact Center can take the course. There are no specific deadlines for admission, and you can enrol anytime on this course.

There are no precise requirements for Contact Center Training Certificate as no prior knowledge and experience of Contact Center is required.

Students seeking to enrol for this course should meet the following requirements;

• Basic knowledge of English Language & Basic Computer Skills
• Be age 16 years or above

After completing the course/training, you will be able to grip yourself with specific knowledge and skills with the highest level of confidence to improve yourself and enhance the skills for your career in the relevant employment sector.

Currently there are no Q&As for this course. Be the first to ask a question.